MENU
Franchise - Find franchise Opportunities in the UK, Point Franchise
0
Empty
basket
  • Home
  • Account
  • Franchises by Region, County or City
    • Franchise opportunities by Region
    • Franchise opportunities by County
    • Franchise opportunities by Town / City
  • Franchises by Sectors
    • Business & B2B Services
    • Car & Automotive
    • Cleaning
    • Estate Agency & Property
    • Finance
    • Food
    • Franchise Services
    • Gym, Sport & Beauty
    • Home Based
    • Home Improvement & Construction
    • IT, High-Tech & Online
    • Master Franchise
    • Personal & Home Care Services
    • Pet
    • Restaurant, Coffee Shop & Pub
    • Retail & Stores
    • Travel & Leisure
    • Van Based
    • All sectors and industries
  • Franchises by Investment
    • Low-cost franchises
    • Franchises under £10K
    • Franchises under £20K
    • Franchises under £30K
    • Franchises under £40K
    • Franchises under £50K
    • Franchises under £100K
    • Franchises under £150K
    • Franchises under £200K
    • Franchises over £200K
  • Franchise Directory
  • Franchise Opportunities
    • Best Franchises
    • Most Profitable Franchises
    • New Franchises
  • Franchise News & Articles
    • Franchise News
    • Franchise Articles
    • Dictionary
    • Interviews
  • Franchise Experts
    • Latest articles from our experts
    • Our experts
  • Franchisor Area
    • Get your franchise listed for free
    • Advertise
  • Articles
  • Running a franchise
  • Marketing and Communications
  • The Importance of Exceptional Customer Service in Franchising

The Importance of Exceptional Customer Service in Franchising

Share:
Modified on 21/06/2021 10:41:37 - Published on 06/07/2018 17:00:00

Franchise customer service tips

Franchising is a competitive industry, and exceptional customer service is key. Getting it right every time isn’t easy, but with effort and research, you’ll have all the information you need to improve rates of customer satisfaction with your franchise.


The provision of great customer service can make or break a business, and though the specifics may change between industries and operational sizes, the principles of creating a quality customer experience remain the same. In this article, you’ll discover the importance of a satisfied customer, and you’ll find out exactly how you can ensure your customers are happy and ready to come back for more.

What is customer satisfaction?

Customer satisfaction is the aim of exceptional customer service, and it’s measured by how happy customers are with the products, services and capabilities of your franchise. If you can figure out what satisfies your customers and what doesn’t, you’ll be able to make necessary improvements to the way that you do business. 

No matter your sector of operation, your focus as a franchisee (or franchisor) should always be on the contentment of your customers, and on providing a high quality of service to them. Create working customer service strategies by asking yourself:

  • When you’re a customer, what do YOU feel is good customer service?

  • Who are the customers of your franchise?

  • What do your customers need in order to feel satisfied?

Retailers with high customer satisfaction are often underestimated, [and they] have better earnings than most people expect, including their own management.
—Jon Bird, Forbes

The importance of customer satisfaction and exceptional customer service

54% of customers have higher expectations for customer service today compared to one year ago, and this percentage jumps to 66% for consumers aged 18-34 [Microsoft]. Meeting customer expectations is crucial to continued customer loyalty, and continually providing customers with quality service will also ensure that:

  • Your franchise has a good reputation

  • Your franchise continues to profit

  • Your employees are treated well by customers

  • You maintain competitive edge over similar businesses (with lower service standards)

Since people today have so many buying choices and substitutes, you can no longer afford to ignore the importance of providing great experiences to your customers. Identifying key demands [...], gathering feedback [...] and applying trends will help you improve customer satisfaction – and subsequently generate more revenue and sales.
—Adeel Qayum, Oberlo

Seven tips for providing great customer service

1. Do your market research

Knowledge is power! If you feel your customer service skills are lacking, try to understand why. Effective market research will enable your franchise to discover the needs and wants of its consumers. That way, you can try to tailor your products and services to your customers’ needs, leading to increased levels of satisfaction. You’ll also be able to identify market openings and opportunities, filling niches and needs that had previously gone unmet.

2. Invest in staff training 

Inform and train your staff. Even if you have the insights you’ve gathered in tip one at the forefront of your mind, if you fail to share these insights, your franchise won’t benefit much. Well-trained staff are confident staff, able to provide for customers fully and completely. Be clear about the standards of customer care in operation across your business.


>> Read more:

  • 5 Qualities of a Successful Franchisor
  • 4 Things Franchisees Never Have Time for But Are Essential for Running a Successful Business
  • How to Launch a Franchise and Get Noticed
  • 4 Elements of a Successful Franchise
  • How to Start a New Business on a Shoe-String Budget
  • The Ultimate Guide to Franchising Success

3. Implement customer complaints procedures 

No business is perfect, and occasionally, things slip through the cracks. As a result, complaints are made. But what matters more than never receiving a complaint is how your franchise handles complaints. An appropriate and efficient procedure for complaints will provide your employees with an actionable framework and help your customers to feel that action is truly being taken. A well-handled complaint can make all the difference to a customer with an undecided opinion on your business.

4. Provide top quality products and services 

In order to minimise the number of complaints and keep satisfaction levels high among customers of your franchise, quality products and/or services are paramount. Whether you’re involved in the day-to-day running of a franchise unit, or oversee your business from a managerial position, you need to know that your products, or services (or both) are as high quality as they possibly can be. And when they’re not, you need to act swiftly to change that.


>> Read more:

  • Run a Franchise That Improves Customers' Lives
  • The Best Ways to Build Customer Loyalty Around Your Franchise
  • How to offer franchise customers a great customer service

5. Know your own offerings inside out

Just as you need to know your offerings are high quality, you need to know them, in general. If you’re seen to be selling customers something that you, yourself, don’t really understand, you’re going to lose trust quickly. Extensive and specific knowledge will make customers feel as if they’re in safe hands, and therefore improve the standard of your customer service provision.

6. Know your own customers inside out

And, again, this point ties into the last. You have to know your products, and you also have to know your customers. What kind of people are they, primarily? And what do they want from your franchise operation? Pay attention to feedback whenever you receive it, and prove whenever you can that you’re interested, invested, and willing to make changes.

7. Follow through on promises, and always be transparent

Don’t hear customer opinions, thoughts and suggestions and then fail to take action on them, or customers will notice and become unhappy. Over half of people firmly believe that companies should be taking action on customer feedback [Microsoft]. 

Also, if something can’t be achieved or a problem arises, remember that honesty is the best policy. When you hide things, only to have them revealed down the line, your business quickly begins to look untrustworthy, lowering your ability to produce a high level of customer satisfaction.

Quality customer service and franchising success go hand in hand

With these seven tips, and a clear understanding of the immense value of good customer service, you should be able to head out there and get it right in your own franchise. Never forget that your customers are a valuable resource for feedback and learning - nobody knows what they want better than they do.

If you’re not yet a franchisee but this article has piqued your interest and you’re looking to start research, browse Point Franchise’s UK franchise directory for suitable investment options. If you’re already working in the world of franchising, find more actionable tips and important information in Point Franchise’s catalogue of articles.

Cara Squires, Point Franchise ©

Greensleeves franchise Greensleeves
Min. investment £9,000
Home Improvement & Construction
Request
information
Party Tent Company franchise Party Tent Company
Min. investment £15,000
Travel & Leisure
Request
information
Caremark franchise Caremark
Min. investment £35,000
Personal & Home Care Services
Request
information
Post & Packing franchise Post & Packing
Min. investment £35,000
Business & B2B Services
Request
information
Boost Education franchise Boost Education
Min. investment £30,000
Personal & Home Care Services
Request
information
These articles may interest you

Top 4 Frozen Yogurt Franchises in the UK

If you’re a business-minded entrepreneur with an undeniable sweet [...]

Article published on 27/04/2022 16:00

5 Tips for Marketing Your Property Management Franchise

The last thing you want to see when you’ve been through all the [...]

Article published on 14/04/2022 08:00

5 Tips for Marketing Your Burger Franchise

In an industry as popular and competitive as the burger sector, [...]

Article published on 31/03/2022 16:00

Q&A: Does Street Greek Franchise in the UK?

If you’re a feta-loving, souvlaki-scoffing Greek food connoisseur [...]

Article published on 26/04/2022 10:00
BRAND FOCUS

Top 3 Salad Bar Franchises in the UK

If you’re an entrepreneurial person who dreams of running your own [...]

Article published on 25/04/2022 16:00
TOP FRANCHISES

Q&A Does The Good Estate Agent Franchise in the UK?

Estate agents are at the forefront of the multi-billion property industry. [...]

Article published on 24/04/2022 08:00
BRAND FOCUS
Did you enjoy this article? Please rate this article
Average rating 5.0/5 based on 1 vote
Newsletter Envelope

Did you enjoy this article?
Subscribe to our newsletter!

Receive up-to-date industry news, in-depth articles and the newest franchise opportunities directly to your inbox.

0 Comments

Still no comment for this article. Be the first to publish a comment!

Post a comment

Characters remaining: 250

Top 5 recruiting sectors
  • Car & Automotive Franchises
  • Cleaning Franchises
  • Estate Agency & Property Franchises
  • Finance Franchises
  • Restaurant, Coffee Shop & Pub Franchises
Top 5 franchise opportunities
  • Franchise Acacia Homecare Acacia Homecare Franchise
  • Franchise dns accountants dns accountants Franchise
  • Franchise Gelateria 3 BIS Gelateria 3 BIS Franchise
  • Franchise Secure Locker Rentals Secure Locker Rentals Franchise
  • Franchise SylvianCare SylvianCare Franchise
Top 5 recruiting cities
  • 1 Birmingham
  • 2 Bristol
  • 3 Glasgow
  • 4 Leeds
  • 5 Manchester
Franchises by
minimum investment
Low-cost franchises Franchises under £10K Franchises under £20K Franchises under £30K Franchises under £40K Franchises under £50K Franchises under £100K Franchises under £150K Franchises under £200K Franchises over £200K
Latest News
  • Mail Boxes Etc. - MAIL BOXES ETC.: THE BEST FINE ART CARRIER IN THE UK
  • Healthy Feet Mobile Clinic - FRANCHISE OPPORTUNITY FOR GROWING MARKET: HEALTHY FEET...
  • Mail Boxes Etc. - MAIL BOXES ETC. EXPANDS, BECOMING A GLOBAL COMMUNITY
  • Driver Hire - NEW FRANCHISEES AT LINCOLN RECRUITMENT BUSINESS
  • TaxAssist Accountants - ADAPTING TO THE NEW NORMAL: TAXASSIST ACCOUNTANTS VIRTUAL...
Newsletter Envelope

Did you enjoy this article?
Subscribe to our newsletter!

Receive up-to-date industry news, in-depth articles and the newest franchise opportunities directly to your inbox.

Find your franchise
  • UK Franchise Directory
  • Best Franchises
  • New Franchises
  • Most Profitable Franchises
  • Dictionary
  • Interviews
  • Checklist
Our top guides
  • Franchise for Sale
  • Franchise Definition
  • Starting a Franchise
  • What is a Franchisee?
  • What is a Franchisor?
  • Franchise Agreement
  • Franchise Shows and Exhibitions
Are you a franchisor?
  • Advertise your franchise with us
Subscribe to our newsletter
Useful links
  • About us
  • Privacy policy
  • Sitemap
  • Contact us
  • Consent notices
  • Terms and conditions
  • Disclaimer
  • Our writers
Follow us
Infopro Digital
✕
point franchises newsletter

Keep up to date with the franchise industry